CARS24 partners with ElevenLabs, Google Cloud to transform India’s used car market with Voice AI

CARS24, the used car marketplace, has teamed up with voice AI firm ElevenLabs and Google Cloud to embed real-time speech intelligence across its network of more than 100 hubs in India.

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The initiative aims to improve customer experience in a sector where trust often determines whether a deal gets done.

The system, powered by ElevenLabs’ multilingual voice models and hosted on Google Cloud, processes more than 20,000 hours of customer–agent conversations each month in 14 Indian languages and dialects.

With a reported 98.5% accuracy in automotive terminology, the platform introduces what CARS24 calls a “voice layer” of intelligence, transforming conversations that were once fleeting into structured, analyzable data.

The company said the results have been tangible. First-visit conversions are up 35%, evaluation disputes down 40%, and customer satisfaction scores higher by 25%. Managers also resolve issues 50% faster, aided by live alerts during conversations.

CARS24 emphasised that privacy is built into the system, with encrypted pipelines, automated redaction of personal identifiers, and consent-based recording in line with Indian data protection rules. Google Cloud, which lists ElevenLabs in its marketplace, provides the computing backbone to scale the service while ensuring compliance and security.

The company plans to build on these foundations with predictive coaching for agents, natural-language car discovery and multilingual voice commerce—capabilities that would allow buyers and sellers to complete transactions entirely through voice.

Jayesh Gupta, Head of AI and Innovation, CARS24, said, “The used car industry has struggled with trust for generations. Our voice AI solution is changing that reality. Cutting resolution times in half and boosting customer satisfaction. With ElevenLabs as our technology partner, we’re creating a new standard where every interaction builds confidence rather than doubt, proving that the right innovation can transform even the most challenging customer relationships.”

Carles Reina, GTM at ElevenLabs, said, “India’s linguistic diversity and scale present unique challenges for AI. We are proud to partner with CARS24 to deliver speech intelligence that works across code-mixed languages, accents, and domain-specific vocabulary. This collaboration shows how voice AI can become the foundation for customer-centric innovation.”

Naren Kachroo, Head of AI Go-to-Market at Google Cloud India added, “Cloud infrastructure and state-of-the-art LLMs play a critical role in scaling AI use cases. By collaborating with CARS24 and ElevenLabs, we are enabling a secure, compliant, and high-performance foundation that supports real-time voice intelligence at scale”

Founded in 2015, CARS24 positions itself as an automotive “super app,” offering services from buying and selling to loans, insurance and scrappage. ElevenLabs, launched in 2022, develops AI audio tools used globally across industries, including by employees of more than 70% of Fortune 500 companies.